Process Improvement Associate

The Process Improvement Associate is mainly responsible for process documentation and process improvement. The PIA is expected to be immersed in various business processes. Furthermore, the PIA should identify process improvement opportunities and research opportunities to modernize systems and processes and be at par with other leading BPO Contact Centers.

Main Job Tasks, Duties and Responsibilities

Create, edit, and format documentation related to company procedures and policies.Maintain document library or repository and update trackers.Review changes to business operations for potential impact to other documentation or resources.Writing Precision: Grammar, punctuation, and the elimination of typos.Ability to edit and proofread documentations.Ability to work independently and in a team environmentFull knowledge of MS Office (word, excel, outlook) is mandatory, and knowing PowerPoint is a plusIdentifies opportunities to streamline and improve processes. Works hand in hand with other department to conduct reviews of business processes and developing optimization strategies.Continuous review and monitoring of the process documents. evaluates business processes, anticipating requirements, uncovering areas for improvement, and developing and implementing solutions.Identifies techniques and workflows and finds opportunities to continuously improve internal and external processes.Facilitates real-time discussions with Operations, Operations Support, Clients, and/or other relevant stakeholdersExcellent research skills. Staying up to date on the latest process on BPO & eCommerce and IT advancements to automate and modernize systems.Exercises strong team building, negotiation, decision making, problem-solving and conflict management skills to ensure delivery excellence across all teams.Initiates, recommends, and attends necessary Training to Improve Skills needed by the departmentAny additional responsibilities as business needs dictate.

Education and Experience

Fresh College graduate or with bachelor’s degree Holder.Experience in Procedure Writing or equivalent demonstrated through one or a combination of the following: work experience, training, education. This is good to have but not required.Experience in Company Process documentation, related to BPO is a plusExperience in Company Research, related to BPO is a plus

Key Competencies

Excellent verbal, written and interpersonal communication skills.Must have excellent research skills.Must have excellent attention to details.Must be amendable to flexible work schedule and location.Strict adherence to company philosophy/mission statement.High regard for compliance standards, security, and excellence.Must adapt well to change and successfully set and adjust priorities as needed.Competency in Microsoft applications including Word, Excel, PowerPoint, and Outlook.